Internet Banking and App Redesigns

Year: 2016
Client: Qudos Bank
My Role: UX Team Lead

THE CHALLENGE

As part of their brand refresh, Qudos Bank wanted to re-design their current Internet Banking (IB) and App. Their existing IB and app had become slow and dated in design, with members unhappy with the level of functionality and general usability of them both.

Heath Wallace was engaged to bring their skills in user experience, visual design and front-end development to transform internet banking for Qudos.

Generally large financial institutions invest significant time and resources into the design and development of their digital products.  Qudos required a solution to be delivered in a fraction of the time, which created an enormous challenge.  

The objective was to deliver a new and improved customer experience for Internet Banking via a new responsive website plus an App within 8 months.

THE APPROACH

Heath Wallace utilised a process of rapid ideation, design, and validation that involved business stakeholders and real users.  A staggered agile sprint cycle was used to ensure UX, visual design, and development flowed smoothly and was collaborative throughout.  

Double Diamond Processdouble-diamond-process

Discover, Define and Create

Among the activities ran during this phase were:

  • Domain familiarisation
  • Competitor and landscape review
  • Tech review – working with their tech providers Infosys to understand opportunities, capabilities and constraints
  • User engagement – Interviews, diary study
  • Stakeholder engagement
discovery wall
Discovery Phase Wall

Design and Delivery

  • Stakeholder engagement – Open and collaborative design space, design walkthroughs, work in progress meetings, showcases
  • UX design and research – landscape, best in breed, ideation, user flows, prototyping, user testing
  • Visual design – mood boards, atomic design, templates
  • Front end development
Sprint UX process
UX Process – 3 weeks sprints
The Wall - set up
Setting up the Design Wall
Sketches polished
Sketching flows
Qudos IB Axure
Prototyping
user testing facilitation room
User Testing
User testing observation room
User Testing – observation room
Sprint showcase
Sprint showcases to stakeholders

THE OUTCOME

Design System

A Design System that improved Qudos online offerings and features, enhanced their brand look and feel and set a framework for design decisions and consistency across their digital properties – Internet Banking and mobile App.  A system that Qudos could easily refer back and reuse as their digital properties evolve.

Qudos - Confluence
Design System in confluence

Internet Banking website

A responsively designed website, fully featured and easy to use internet banking platform.

Qudos Design system front end
Digital Styleguide as part of the Design System
Qudos loan calculator
Live example of responsive page/flow

Hybrid mobile app

A hybrid mobile app for Android and iOS that included important features found in internet banking along with integration of native device functions such as biometric security and location based assistance.

Qudos App
Live example of page/flow for the App

 

A big thank you…

To the team of Sydney consultants that were put together for this project, majority new to HeathWallace. Project managers, UXers, Visual Designers and Front end developers, bunch of talented and fun to work with people who made this incredible massive task a reality.

HW consultants team
HeathWallace Sydney team of consultants
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